Friday, June 21, 2013

Customer Service The Flipkart Way

Discussing Customer-Service, many threw up Flipkart
as a brand which fits the bill. (Comments: Related to Banking)

1.Listen
to Customer – every customer touch-point/’encounter’,
this is important… active listening to customer

2.Under-promise
& over-deliver: Surely important from a customer-service
perspective, but relevant in any sales & marketing situation too. Ask any sales guy :)

3.Have
an User-friendly Website – More activities are going ‘on-line’.
The on-line experience for a banking customer is not yet user-friendly. Looking
at most of banks’ website, ‘simplicity’ is surely not what strikes us.

4.Go
Mobile – Lot of banking transactions
are already going ‘mobile’. But basic
transactions as of now, such as bill-payments & fund-transfers. Opportunity
to enhance these features to make it convenient for customers &
cost-effective for banks, also with enhanced security features.

5.Offer
Warranty – ‘After Sales Service’ is an
area many banks do not really excel, across products. Lot of scope to improve,
which is a differentiator, neglected by many banks with mass
customer-base/retail.